Service Design Senior Associate
Company: JPMorganChase
Location: Brooklyn
Posted on: April 1, 2026
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Job Description:
Description AI is rapidly changing the face of the customer
experience. With Agentic, we have the opportunity to help our
customers realize their full financial potential in ways that we
are just beginning to imagine. The Digital team is creating these
new experiences with a platform approach to enable our Lines of
Business. As a Service Design Senior associate in Digital you will
play a pivotal role in developing end-to-end customer and employee
experiences by leveraging your advanced knowledge of service design
principles. As a core contributor participate in the execution of
service strategies designed to serve our employees’ and customers’
experiences navigating products and services. Your focus will be on
strategic thinking and decision-making and contributing to the
continuous improvement of our products and services as you work
independently and provide guidance to your peers. Job
responsibilities Design and implement end-to-end service
experiences and draft service blueprints to enhance direct and
indirect experiences for product features of moderate complexity
Collaborate with cross-functional teams to identify user needs,
preferences, and expectations and ensure the development of
inclusive and accessible products and services Draft journey maps
and service blueprints to visualize and optimize service processes,
touchpoints, and interactions and identify areas for improvement
and innovation Participate in workshops to gather information from
customers to understand where improvements can be made along the
customer journey Assist in the creation of experience maps and
service prototypes that illustrate customer journeys Operate with
an iterative design mindset as you incorporate user feedback and
insights to continuously improve the overall customer journey
experiences of our offerings Collaborate with multidisciplinary
partners (technology, data & analytics, product, and design) to
frame key questions about how people interact with emerging
technologies, maintaining a dynamic backlog of research and
insights. Adopt a builder’s mindset—bringing perspective, polish,
and presence while working with agility, curiosity, and creativity
to imagine the future and help create the conditions needed to test
concepts that may not yet exist. Required qualifications,
capabilities, and skills 3 years of experience or equivalent
expertise in service design, with a focus on end-to-end customer
and employee experiences in the financial services industry Proven
ability drafting service blueprints, journey mapping, and creating
compelling storyboards that address direct and indirect experiences
for a diverse customer base Demonstrated experience in inclusive
design, accessibility guidelines, and assistive technology,
ensuring products and services cater to all users’ needs Proficient
knowledge of user experience design principles and the ability to
apply them to projects of moderate scope, spanning across multiple
products or disciplines Prior experience in performing iterative
design, storyboarding, and information architecture, with a track
record of delivering innovative and customer-centric solutions
Experience in rapid research programs at tech companies with
established and innovative approaches to understanding and testing
concepts. Preferred qualifications, capabilities, and skills
Experience in service design for user-facing AI/ML applications
and/or workflows Advanced education in Design, Sociology,
anthropology, or related field preferred
Keywords: JPMorganChase, Hartford , Service Design Senior Associate, IT / Software / Systems , Brooklyn, Connecticut
